Resolve Trade Issues Platform

In a world where client service is becoming the distinguishing feature of financial institutions, the requirement to efficiently and effectively respond to trade and bargain issues has taken on a critical importance.

Moreover, client self-service facilities are now the norm, with clients able to access ever deeper levels of their information held on your systems, without needing to communicate with your client servicing teams.

Resolve™ provides a powerful and open solution for recording, tracking and measuring trade issues for clients, brokers and exchanges, as well as providing valuable management information and client reporting facilities.

Integration facilities mean that getting vital data from and to clients is much easier, and the web-based nature of the software allows your client service teams and your clients to access the same information anywhere, anytime.

Reducing Risk

Operational risk is now a major concern for financial institutions and has taken requirements for audit and traceability to new levels.

The burden of Sarbanes-Oxley in the US and FSA regulation in the UK (as well as the obligations of the Basel accords) means that organisations have to get smarter about the details of client communications they retain and the traceability of clients requests.

Resolve provides a one-stop solution for managing the operational risk associated with broken trades by centralising all communications in a single secure location and providing managed access to this information.

In addition, the highest risk areas of the logging and reporting processes, such as data capture, which typically involves re-keying trade information, can be eliminated completely through automated integration with exchange and clients' existing systems, and by allowing clients to log their own mismatched or unrecognised trades.

Self Service for Clients

Self-service has emerged as a valuable channel to deal with low-value high-volume client service requests. All financial institutions are either developing or have developed extensive self-service client offerings, including portals and aggregated account web sites.

The ability for clients to serve themselves, at their own pace and in a manner which suits them is extremely attractive and the leaders in many fields of commerce have realised this to their advantage.

As more and more organisations expose their core systems to their clients (in increasingly advanced ways), so client expectation increases. Clients now expect instant access to the status of their queries. They know that you keep information about them using computers. The expectation is that your computers can talk to each other and customers can access every bit of their account information.

The self-service model supported by Resolve allows clients to easily log their issues directly into the system, check progress on their own issues at their own pace and under their own control.

Management reports can be made available for their access which include your service performance and common causes of trade error.

Global Access

Resolve is accessed securely using a web browser, which means that no special software is required in outlying offices or for client sites.

What's more, clients see the exact same information as your centrally based client service team (subject to their security permissions).

As the single globally available data source, all changes are automatically recorded and audited to ensure that the entire process is visible to all relevant parties. The days of a disparate audit trail consisting of a mix of phone calls, emails and spreadsheets are over.

Everything is contained in a single database with a common view available worldwide, inside and outside your organisation.

The benefit of this approach is that by enabling clients to review the status of their issues real-time (and to update them), using simple web-based screens, your service and reputation is enhanced.

Easy Integration

The starting point for the design of Resolve was integration. Kynetix know that systems like this are most effective when combined with existing internal and client-facing offerings. So Resolve  has been designed from the ground up to reflect this requirement.

It provides integration with existing core systems though a flexible and configurable integration engine which allows communication between both internal core systems and external client facing systems or even your clients' own systems!

Technology

Resolve has been developed with the future in mind.

Based on the latest software development techniques, Resolve uses advanced XML technology internally and externally, allowing quick integration with your internal applications or client systems and interfaces.

Resolve uses the latest technology from Microsoft and is built to run on industrial strength database platforms (such as Microsoft SQL Server). It also has a feature rich reporting suite which provides reports using either Microsoft Excel or PDF format for client reporting.

Resolve in the Cloud

As well as an on-premise version, Resolve is now also available as a cloud-based solution running on the Windows Azure platform.

Windows Azure is the ideal platform for running Resolve as it supports both the availability (24x7x365) and scalability needs of the application.

Implementing Resolve in your organisation is a simple case of pointing users at a web site and within minutes they can be up and running with the solution. There is no need to go through a lengthy acquisition process with your IT department and there are no servers or other hardware to purchase.

With Resolve running in the cloud you can easily enable access for new clients and users confident in the knowledge that the system can scale to meet the growing demands.

Costs for Resolve running in the cloud are based on usage and enable you get up and running with the application without any major upfront investment.